Partner-Facing Service Management Reports is a description of a scheduled report, prepared for each separate partner institution, that shows their use of the service while demonstrating reliability and value to contacts at the partner institution.
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As a new technology service provider, AP Trust needs to adopt practices that show a mature service culture to their partners. This means clear and regular communication about how each partner institution is using their service, what they have paid, and what expectations they may have for reliability, scheduled downtimes, and performance. Examples of service management reports are easy to find in industry, most often combined with a bill. They show the client that they have received the level of service that they are paying for. Mobile phone companies use their bills to lay out alternate plan options and add-ons. Banks and brokers send a statement that lists every transaction and helpful metrics. These instruments help the client take stock and plan their next move. Lastly, the report can be a place to highlight opportunities for enhanced services, based upon customer data. At AP Trust we have been firmly embedded with the partners through the service development process. The report helps us to quantify the parts of the service that are built and in operation. It helps to distinguish the existing production service from future plans and development. Another key feature of this report is that it creates a moment during which all the key staff at the partner institution can see their holdings and progress. Much of the information in the report will be available in other forms via the user interface. However, a report will help make the service usage and status a matter of regular discussion between technical, content and administrative roles at each institution. For this reason I think a quarterly report makes sense. That will give the partners a mid-term report between partner meetings. Another report might preceed each partner meeting by a week or so.
Partner-Specific Components of the Report
Building the Report